GX Summit 2024

With over a decade’s experience at the forefront of Formula 1, Bernie Collins is an accomplished strategy engineer, most recently employed as Head of Race Strategy for the Aston Martin Formula 1 team.

During her career, she has held senior strategy and performance engineering roles, playing a central role in the teams she has worked for.

In 2023, Bernie joined the Sky Sports F1 broadcasting team, her race strategy expertise adding significant depth to the channel’s coverage.

Jo Causon is CEO of The Institute of Customer Service, the UK’s independent professional customer service body, helping organisations across all sectors improve their performance by enhancing their customer experience.

Jo joined The Institute as Chief Executive in 2009. Since then, she has driven membership growth and established the UK Customer Satisfaction Index as the country’s most trusted indicator of consumer satisfaction.

Working across the public, private and voluntary sectors, Jo provides strategic advice to boardrooms to raise the standards of service across the UK, providing evidence of the connection between customer satisfaction and operational efficiency and profitability.

A regular media commentator and prominent keynote speaker, Jo is frequently asked to provide commentary for national and broadcast media, in addition to numerous podcasts and member Board sessions.

Working with politicians, regulators, and senior officials, Jo focuses on the impact that service has on the UK economy and productivity, helping shape policy. Through her work establishing and overseeing the All-Party Parliamentary Group on Customer Service, she raises awareness and understanding of customer service amongst parliamentarians, establishing a dialogue between Government and business.

She brings a wealth of experience from the commercial sector, holding Director roles in financial services, brand, and business consulting, as well as policy development and research for City & Guilds and The Chartered Management Institute.

Joachim joined Cisco over 15 years ago in May 2008 from IBM, where he held a variety of sales and business roles.

He initially joined Cisco’s commercial mid-market team, before taking on leadership roles in a variety of areas within the company, including cloud, partners, outsourcers and transformational engagements. In 2014 he was appointed leader of Datacentre for UK& Ireland, an area of continued and high-growth for the company. In this role he was responsible for the leadership of the specialist sales and technical functions and for ensuring the transition to the strategic growth solutions in the UKI marketplace and maximising the joint opportunity for Cisco, our partners and our customers.

In January 2019 Joachim took on the broader role of leading the Specialists group (previously ‘Architectures & Software’) for UKI, which was part of a wider change for the company bringing all the core sales & technical specialists into a single organisation across EMEAR. He and his team remain primarily responsible for harnessing Cisco’s key market transitions and technology growth opportunities. Very recently he has taken on the interim leadership of our UK&I Partner team and business.

On a personal note, Joachim was born in Denmark and grew up in Scotland as one of six siblings. He loves music, comedy, loves cooking & eating. He follows Arsenal (for his sins) and enjoys getting out walking and running. Joachim and his wife Jess have seven children & step-children between them so life is pretty full, in and outside of work, for them both!

David joined Gamma in 2012 following Gamma’s acquisition of his managed services business Varidion Limited and now heads up Gamma’s UK Direct business.

Prior to this, David was the CTO at Sirocom and latterly the Group CTO at Azzurri Communications and has over 25 years of experience in creating and delivering managed services!

Alex is a sales leader with a passion for unlocking the potential in people, coaching a high-performing sales team that enables customers to make sense of technology solutions in complex markets.

Through his guidance, Alex can help customers confidently make purchase decisions that are right for them, enabling growth and harnessing a real sense of feeling connected.

Richard joined Gamma through the acquisition of Exactive, a specialist Microsoft Teams telephony enabler that helped transform the way people worked. As CTO, he was responsible for both developing products and services, while also creating and developing technical strategy.

Richard has a passion for technology and how it can be used to solve common business challenges, which is the mindset he adheres to while heading up a team of Solution Architects and Pre-Sales technical specialists across Gamma’s UCaaS, CCaaS, and access managed services.

Colin joined Gamma in January 2024 from Openreach where he spent 5 years as chief technology and information officer. During this time, he designed and built the IT & network platforms which underpinned the UK’s largest full fibre rollout.

Prior to this Colin held several leadership roles at the BT Group, including CTO of the BT Group consumer & business divisions driving IT transformation and launching a range of new products – including business VoIP platforms, BT Sport and the first BT Business hub with integrated fixed and mobile services.

Colin is a graduate of Queen’s University Belfast with a degree in computer science.

Chris joined Gamma in December 2020 from Aptitude Software where he held the role of chief product officer. Prior to this, Chris held several leadership roles in strategy, product management and marketing in several different operating businesses within The Sage Group plc, one of the leading providers of business management solutions to SMEs globally.

Chris holds a MPhys in physics from Jesus College, Oxford.

Helen is a customer-first service leader, who passionately advocates for processes and system automation, balanced with meaningful human interaction when it matters.

With a core belief that empowered and motivated staff are the key to unlocking true service excellence, Helen champions the Gamma brand values to drive service mindset from early careers and beyond in the pursuit of CX excellence spanning the entire customer journey.

Harriet works closely with organisations on the ever-changing landscape of customer service and support in the contact centre space. She focuses at the intersection where ambitious, modern technology meets genuine, people-led communication.

Using the touch points she has with customers, Harriet looks to facilitate ways in which SmartAgent & Connect will effectively meet strategic business goals, offer an authentic agent experience, and support the communities they speak to.

Amy Lemberger is the Group Risk and Governance Director at Gamma. She’s responsible for technical security, governance (including certification), business continuity and operational resilience, enterprise risk management and health and safety. She heads the development of any required capabilities for the Group to grow in a safe and informed way.

Amy has a proven track record designing, implementing and leading security teams for large organisations. This includes Security Operations Centre (SOC), Cyber Security and Incident Response Teams (CSIRT), and Security Training and Awareness.

Prior to joining Gamma, Amy was the Cybersecurity Director at the GSM Association (GSMA), supporting their members improve the security posture of the mobile telecommunications ecosystem, and a Head of Security at BT, developing their incident response (IR) and digital forensics strategy.

Amy holds a degree in Digital Forensics and various current industry certifications including CISSP, CISM, GNFA and EnCE.

Charlotte Adams has over 10 years’ worth of experience working at Gamma, having initially started as a Partner Development Manager and progressing to her current role as Customer Programme Enablement Manager.

Her role involves being the conduit between the Sale and Delivery teams to ensure that there’s a seamless transition for Gamma’s customers as they embark on their journey with Gamma.

With over two decades of expertise in the telecommunications industry, Thomas stands as a seasoned operations leader renowned for scaling, developing, and transforming operational teams. Thomas is dedicated to fostering a results-driven culture, ensuring that his teams not only comprehend but fully realise the tangible value they bring to both the business and our customers.

His strategic focus lies in cultivating key relationships to empower customers in achieving their goals, instilling confidence that their network services provider comprehensively understands and meets their evolving needs.